- You are ambitious
- We value your ongoing professional development
- Australia Wide based
See yourself in our team:
Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and small business customers. We offer market-leading products and services, supported by some of the world’s best systems and processes.
The Workforce Management Team is responsible for supporting all aspects of Workforce Planning & Real Time Support for the channels within Customer Service Direct (CSD), this includes but is not limited to Contact Centres (Direct Banking, Direct Lending & Financial Assistance Solutions), across a number of existing and future channels.
Do work that matters
Reporting to the Resource Planning Manager, Workforce Planning Partnership. The role of the Workforce Planning Analyst is to provide short/medium term forecasting to inform resourcing requirements, budget planning and productivity initiatives.
You will partner with the business to operationalise long term budgets and resource plans to meet service obligations. You will work closely with Operational Teams inclusive of EM, SM & TL’s in relation to setting the strategic workforce plan for CSD.
You will partner closely with the WFP Teams in making changes, adjustments or diversions from the plan.
Your Responsibilities:
- Schedule Messaging (asynchronous chat) resources to support business KPI's, service levels and training targets
- Provide key stakeholders with scheduling advice, impact assessments & performance planning packs.
- Act as a trusted advisor to the line of business you support. You will be considered a trusted source of advice for recruitment strategies and workload requirements.
- Manage scheduling requests up to 30 days ahead of time of all colleagues and their activities such as annual, RDOs/flexi days, training, meetings, 1:1s and development sessions in consultation with the business to maximise business performance.
- Meet strict business deadlines for the delivery of key management information on a day-to-day basis.
- Create and maintain accurate employee records using specialist workforce planning tools.
- Complete strategic forecasting of workload, including trending & any impact factors.
- Analyse WFP related information into insightful presentations to help stakeholders understand their business performance metrics.
- Follow, build & maintain standard operating procedures.
- Work within a small team to deliver the ultimate experience to our stakeholders & customers.
- Know the key risks associated to your role, be able to identify them through root cause analysis.
- Escalate risks appropriately and take ownership until resolution is found.
- Adhere to the Code of Conduct. The Code of Conduct sets the standards of behaviour, actions and decisions we expect from our people.
We’re interested in hearing from people who have:
- Experience in a in a busy Contact Centre environment
- Ability to meet objectives and targets while working to deadlines and managing priorities
- Excellent interpersonal and communication skills
- Excellent planning and organizational skills
- Experience delivering outstanding service to internal customers
- Great problem solving and analytical ability
- Proficiency in all MS Office software with advanced knowledge in Microsoft Excel
- Solutions oriented with a positive attitude and approach
- Due to current workforce management technologies in the group, any qualifications from the Verint, Genesys and LivePerson product suites would be an advantage
- Experience in Forecasting & Scheduling of Messaging resources including Async Chat, Live Chat & Email
- Risk Mindset –All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks
- Relevant Tertiary qualifications would be advantageous
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
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Advertising End Date: 21/02/2025
Top Skills
What We Do
Australia’s leading provider of financial services including retail, premium, business and institutional banking, funds management, superannuation, insurance, investment and sharebroking products and services.
We are a business with more than 800,000 shareholders and over 52,000 employees. We offer a full range of financial services to help all Australians build and manage their finances.
